Marketing Manager, Loyalty Programs

Do you love turning customer insights into experiences that keep people coming back? We're looking for a Marketing Manager, Loyalty Programs to join our Marketing Activation team in Richmond, VA.

You will lead the strategy, delivery and growth of loyalty experiences across several of our brands.

You'll build customer experience roadmaps, run integrated campaigns across web, email, text, social, direct mail and new channels, and see your ideas launch.You'll be responsible for the full loyalty experience and speak up for the customer at every step.

We'll count on you to bring together brand, creative, technology, analytics, legal and compliance partners, along with agencies and senior leaders, to take each idea from evidence-based planning through launch and post-launch learning.

If you want to build loyalty programs that deliver measurable results and grow across brands, we'd love to meet you!
What you will be doing:


* Own the roadmap: Develop, prioritize and deliver loyalty program and customer experience roadmaps that support brand objectives, consumer jobs to be done, enterprise priorities and measurable business outcomes.

Shape annual and quarterly planning by presenting strategic opportunities, resource needs, tradeoffs and recommendations backed by consumer and business evidence.


* Lead as product owner: Serve as the main product owner for digital loyalty experiences.

Turn marketing goals into clear business requirements, experience principles, technical inputs, delivery priorities, timelines and go-to-market plans.


* Bring teams together: Lead cross-functional teams from brand, channel, creative, technology, analytics, legal, compliance, procurement, operations and external partners to deliver coordinated omnichannel programs and activations.


* Shape the marketing toolkit: Define and keep improving key marketing documents, including creative briefs, content and channel strategies, incentive recommendations, testing plans, measurement frameworks and post-launch optimization priorities.


* Deliver across every touchpoint: Run execution across digital and physical touchpoints, including web experiences, landing pages, email, text, social media, direct mail, catalogs, fulfillment and related consumer communications.

Lead incentive, catalog and fulfillment operations, including vendor performance, redemption and inventory monitoring, forecasting, invoicing, budget management and issue resolution.


* Make data-driven decisions: Set performance objectives.

Use consumer insights, engagement data, redemption trends, channel results and post-launch analytics to make decisions and run a disciplined test-and-learn agenda.


* Build for scale: Create repeatable, scalable marketing capabilities, governance and ways of working that improve speed to market, quality, compliance and program results across brands.


* Keep leaders informed: Give executives a clear view of roadmap progress, investment needs, launch readines...